Senior Customer Engagement Specialist | AU-Facing Contact Centre | Daytime Hours

Satellite Office; Taguig; Remote; PHP 2,675,000 - 3,949,000; Full time

Job summary

Satellite Office in Manila-based operations seeks a Senior Customer Engagement Specialist to convert inquiries into appointments for the Australian sales team. You will also nurture existing customers by booking vehicle services, using phone, email, SMS and other digital channels.

As a senior member, you will handle trickier calls, mentor new teammates, and contribute to meeting team targets in a high-volume environment with a warm, consultative approach for Australian customers.

Qualifications

• Experience in contact centre with customer service or sales support.
• Confident handling of objections with a soft-sell approach.
• Excellent written and spoken English with an Australian customer tone.
• Ability to handle inbound and outbound across multiple channels.
• Accurate record-keeping in CRM or similar systems.
• Independent problem-solving including escalations.

Responsibilities

• Respond to inbound enquiries and follow up leads across phone, email, SMS and digital channels.
• Book qualified appointments for the sales team.
• Make warm outbound calls to existing customers to promote and book vehicle services.
• Use a consultative, low-pressure approach to handle hesitations and objections.
• Take escalated calls and resolve them with ownership.
• Keep customer records and the database accurate and up to date.
• Coach and support new hires as they settle in.
• Work toward team targets while keeping every customer interaction positive.

Skills

Contact centre experience

Objection handling

English proficiency (AU tone)

Multichannel handling

CRM record-keeping

Independent problem-solving

Rotating schedule availability

Escalation handling

Tools

CRM system

Job description

Your calls are warm, your customers already want to talk to you, and your work has a clear result: a booked appointment or a returning customer. If you’re a customer service pro who enjoys a little healthy target-chasing, this is a sales-flavored role without the cold calling.

About the Role

You’ll join the contact centre team of Australia’s largest used vehicle retailer, based in Perth, as a Senior Customer Engagement Specialist. You’ll turn incoming enquiries into confirmed appointments for the sales team and keep existing customers coming back by booking their vehicle services. Every outbound call is a warm one, and you’ll work across phone, email, SMS and other digital channels. As a senior member of the team, you’ll also be the go‑to person for trickier calls and a friendly guide for newer teammates.

What You’ll Do

• Respond to inbound enquiries and follow up leads across phone, email, SMS and digital channels

• Book qualified appointments for the sales team

• Make warm outbound calls to existing customers to promote and book vehicle services

• Use a consultative, low-pressure approach to handle hesitations and objections

• Take escalated calls and resolve them with ownership

• Keep customer records and the database accurate and up to date

• Coach and support new hires as they settle in

• Work toward team targets while keeping every customer interaction positive

What You’ll Bring

• Contact centre experience, with a strong track record in customer service, sales support or appointment-setting

• Confident objection handling and a soft-sell style that builds trust rather than pressure

• Excellent written and spoken English, with a warm, natural tone for Australian customers

• Comfort handling both inbound and outbound calls across multiple channels

• Accurate, tidy record-keeping in CRM or similar systems

• Independent problem-solving, including taking on escalated calls

• Availability for a rotating schedule, including weekends (5 days a week with 2 consecutive rest days, shifts between 6:00 AM and 10:00 PM Manila time)

• Steady motivation in a high-volume environment where consistency matters

Nice to Have

• Experience in automotive, retail, telco, insurance or other consultative sales settings

• Previous experience as a buddy, trainer or SME

• Experience with AU-facing accounts or Australian customers

• Experience supporting priority or premium customer accounts

What’s In It For You

• Daytime-friendly hours: Manila and Perth share a time zone, so there are no graveyard shifts

• Warm calls only: no cold calling

• A built-in support network of fellow contact centre consultants

• Room to grow: your mentoring and escalation work builds your profile for leadership roles

• A recognizable brand: you’ll represent a well‑known, leading name in the Australian automotive market